星级酒店一线员工激励研究 以h酒店为例-research on incentive of frontline staff in star hotels - taking h hotel as an example.docxVIP

摘要经过改革开放后 30 年的发展,我国的酒店业发展迅速稳健。这一点从我国星级酒 店的数量增长就可以得到验证。随着各个国际知名酒店连锁品牌入驻中国,以及国内 酒店管理的兴起,星级酒店之间的竞争早就已经不再只是单纯的硬件设施设备以及豪 华装潢的比拼,更加重要的,是酒店服务水平的比赛,更确切地说,是服务人员的知识 技能态度大比拼。星级酒店一线员工作为提供优质服务,传递酒店理念的载体,是否能 有效激励一线员工提供超出期望的服务,是各星级酒店的重要课题。本研究顺应星级酒店管理研究的趋势,就星级酒店一线员工的激励进行了研究, 共分为六个部分。第一部分为绪论,主要阐述了论文研究的背景、意义及特点。第二 部分从工作满意度出发,研究分析了星级酒店一线员工激励的客观因素和心理因素。 第三部分主要描述了我国现阶段星级酒店一线员工的激励现状,列举了在一线员工激 励中存在的问题。论文从第四章开始至第五章主要是针对之前的问题研究提出星级酒 店一线员工激励的契约模型和激励措施。第六章作为总结概括了论文的结论以及提出 对未来的展望。关键词:星级酒店 一线员工 工作满意度 激励IAbstract30 years development after China reform and opening up since 1978, the hospitality industry has made a great imprudent rapidly, which could be seen from the steady increase of hotels quantity. As the international hotel management enterprises grow their business in China and the local hotel management began to mature, the competition between the star hotels is no longer only on the hardware but also the software-service. To be more exactly speaking, it is the competition between the hotel staff, or their skill, knowledge and attitude. As the carrier to deliver hotel culture and service, front house staff motivation is an important topic for every star hotel.To comply with the trend of hotel management development, this thesis has 6 chapters in total. The first chapter is the introduction about the background and meaning of this study. The second chapter is the job satisfaction study, from which we could conclude the motivating factors of the front house. The third chapter mainly describe the motivating status in star hotels now. From the fourth chapter to the fifth, we are mainly talking about the motivating module and measures. The sixth chapter is the end of the thesis with the expectation for the future.Key words: Star Hotels, front house staff, job satisfaction, motivation目录1绪论 ................................................................................................................................. 11.1研究背景 .....................................................................